🎙️ Voices of Support — Episode 1

Our first ever episode of Voices of Support features Elsa Tranquillo, an Italian professional who made the leap from sustainability consulting to customer support at DJI. With no prior experience in CX, Elsa built her career on adaptability, empathy, and the drive to help others — and in this episode, she shares what that journey really looked like.

Here’s what we learned from our conversation:

🌍 From ESG to Drones: A Career Pivot

When Elsa moved to the Netherlands, she knew she wanted to stay — and decided to explore new career paths. Her multilingual skills (English and Italian) gave her an edge, but customer support was a whole new world.

"Every day is different. You never stop learning — not about the product, not about people."

🎓 Training Isn’t a Tribunal

Elsa started on the frontlines and quickly became involved in onboarding and peer coaching. Her training philosophy is refreshingly human: role-plays, safe spaces, and always a reminder that questions are welcome.

"Training isn’t just knowledge transfer. It’s following up, encouraging self-evaluation, and helping people feel okay making mistakes."

🤝 Empathy Over Perfection

Whether handling drone troubleshooting or navigating cultural expectations between UK, Italian, and US customers, Elsa emphasized the value of human connection.

"When a customer knows more than you — don’t fake it. Be honest, follow up, and give them a timeline. That builds trust."

💬 One Customer Story That Stuck

A customer couldn’t solve their issue — but still thanked Elsa for trying. It was a reminder that effort, transparency, and genuine care can mean just as much as a resolution.

🛠️ Her Advice for New Agents

Elsa’s top tips for anyone starting in support:

• Stay curious — and proactive

• Ask for help (you don’t need to know everything)

• Follow up after calls to prevent miscommunication

• Focus on empathy and clarity, not just being "right"

"It’s not about proving the customer wrong. It’s about asking: what can I do for you?"

📣 Want to be a guest on Voices of Support? We're always looking to feature real stories from the frontlines of support. If you're a current or former agent, we’d love to hear from you: 👉 https://tally.so/r/3NPaxb

Thanks again to Elsa for kicking off the series with such honesty and warmth. This is just the beginning.

— Thibaut 🦊